This SLA covers power, network reachability and hardware replacement for dedicated servers we own, hosted in London, United Kingdom.
Network
We target 99.9% monthly network availability to the server port, excluding planned maintenance, attacks aimed at your service, and failures in networks we do not operate. DDoS filtering is included. It cannot make a broken process reachable.
Hardware
If a component we supplied fails, we replace it. You remain responsible for the data on the disks. RAID 1 is not a backup.
Maintenance
Planned work on the facility or the filter will be announced to the account email. Emergency work may happen without notice when the alternative is a wider outage.
Credits
If we miss the monthly network target for reasons we are responsible for, write to sales@alienservers.com within seven days of the month end. We will credit 5% of that month's server fee for each full hour of qualifying downtime, up to 100% of the month.